The Multi Level Service Agreement is designed for complex service relationships where different tiers of service quality and response times are required. This document type is particularly relevant in Austrian business contexts where service providers offer varying levels of service commitment (such as Gold, Silver, and Bronze tiers) with corresponding price points and performance guarantees. It is commonly used in technology services, managed services, and other professional service arrangements where service levels can be clearly defined and measured. The agreement incorporates Austrian legal requirements, including provisions from the Austrian Civil Code (ABGB) and Commercial Code (UGB), while ensuring compliance with EU regulations such as GDPR. It is structured to provide comprehensive coverage of service definitions, performance metrics, monitoring procedures, and remedies for service level breaches across multiple service tiers.
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1. Parties: Identification of all contracting parties, including primary service provider, secondary providers if applicable, and service recipient
2. Background: Context of the agreement and relationship between parties
3. Definitions: Detailed definitions of technical terms, service levels, and key concepts used throughout the agreement
4. Service Structure: Overview of service hierarchy and relationships between different service levels
5. Service Level Categories: Definition of different service tiers (e.g., Gold, Silver, Bronze) and their basic characteristics
6. Performance Metrics: Specific measurable criteria for each service level
7. Monitoring and Reporting: Procedures for measuring and reporting service level performance
8. Roles and Responsibilities: Detailed obligations of each party at each service level
9. Governance Structure: Management and oversight procedures for the service relationship
10. Change Management: Procedures for implementing changes to services or service levels
11. Pricing and Payment Terms: Financial terms including pricing for different service levels
12. Term and Termination: Duration of agreement and termination provisions
13. Data Protection: GDPR compliance and data handling requirements
14. Liability and Indemnification: Allocation of risks and responsibilities between parties
15. Dispute Resolution: Procedures for handling disputes and escalations
16. General Provisions: Standard legal clauses including governing law, notices, and amendment procedures
1. Business Continuity: Required when services are business-critical, defining disaster recovery and continuity procedures
2. Security Requirements: Needed when handling sensitive data or systems, defining security protocols and standards
3. Transition Services: Include when complex service transition or knowledge transfer is required
4. Third-Party Service Provider Management: Required when subcontractors or third-party providers are involved
5. Regulatory Compliance: Include for regulated industries or services subject to specific regulatory requirements
6. Environmental Standards: Required when services have environmental impact or sustainability requirements
7. Innovation and Continuous Improvement: Optional section for long-term agreements requiring service evolution
8. Cultural and Language Requirements: Include for international service delivery or multi-language support
1. Schedule A - Service Level Specifications: Detailed technical specifications for each service level
2. Schedule B - Performance Measurement Criteria: Specific metrics, measurement methods, and reporting templates
3. Schedule C - Pricing Schedule: Detailed pricing breakdown for each service level and additional services
4. Schedule D - Service Credits and Penalties: Calculation and application of service credits for performance failures
5. Schedule E - Operational Procedures: Detailed operational processes and procedures
6. Schedule F - Contact Matrix: Key contacts and escalation paths for each service level
7. Schedule G - Technical Infrastructure: Technical requirements and specifications for service delivery
8. Schedule H - Data Processing Agreement: GDPR-compliant data processing terms and procedures
9. Appendix 1 - Service Level Measurement Tools: Description of tools and systems used for service level measurement
10. Appendix 2 - Report Templates: Standard templates for performance and status reporting
Relevant legal definitions
Clauses
Relevant Industries
Information Technology
Telecommunications
Cloud Services
Managed Services
Professional Services
Healthcare
Financial Services
Manufacturing
Logistics
Business Process Outsourcing
Data Center Operations
Enterprise Software
Relevant Teams
Legal
Information Technology
Procurement
Operations
Service Delivery
Vendor Management
Quality Assurance
Compliance
Risk Management
Technical Support
Customer Service
Contract Administration
Relevant Roles
Chief Information Officer
IT Director
Service Delivery Manager
Procurement Manager
Contract Manager
Operations Director
Technical Account Manager
Service Level Manager
Vendor Relationship Manager
Legal Counsel
Compliance Officer
Chief Technology Officer
Project Manager
Quality Assurance Manager
Business Relationship Manager
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